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Admin. FAQ
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Maintenance FAQ
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Useful Information
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I'm a new leaseholder, what happens next?
Congratulations on your purchase. Whether you are an owner occupier or landlord, we look forward to working with you.
Once we receive formal notification from your solicitor (Notice of Transfer), we will be in contact to request additional contact details and emergency contact information.
If you wish to contact the office beforehand to discuss anything informally, please do. Please note, however, that until we have received the Notice of Transfer, we are unable to commence a formal relationship with you.
We therefore ask you to chase your conveyancer to send the Notice of Transfer to us as soon as is practical.
Once we receive formal notification from your solicitor (Notice of Transfer), we will be in contact to request additional contact details and emergency contact information.
If you wish to contact the office beforehand to discuss anything informally, please do. Please note, however, that until we have received the Notice of Transfer, we are unable to commence a formal relationship with you.
We therefore ask you to chase your conveyancer to send the Notice of Transfer to us as soon as is practical.
Where and how can I pay my service charge and ground rents?
You can make payment to us by a bank transfer. We don't publish details of our bank account online, but the relevant details are on the service charge/ground rent demands we send to you.
You can obtain copies of these demands from the leaseholder platform, Resident.
By exception, we are able to take cheque payment, payable to BCJ Estates Ltd, sent to our postal address (details below).
You can obtain copies of these demands from the leaseholder platform, Resident.
By exception, we are able to take cheque payment, payable to BCJ Estates Ltd, sent to our postal address (details below).
Where can I get a copy of my lease and title or deed documents?
If you don't have a copy available to you;
- Check with your conveyancer if they have a cop of your lease. They should have a copy in their file from the transaction.
- Check with the Land Registry, here.
Where can I get a copy of our building insurance certificate?
We hold the insurance certificates in our files, which are available to download from our online platform, Resident.
You can sign in here.
If you're unable to register for Resident, please contact info@bcjestates.co.uk to make your request.
You can sign in here.
If you're unable to register for Resident, please contact info@bcjestates.co.uk to make your request.
Where can I get a statement for my service charges and ground rents?
Your statement is available to download from our online platform, Resident.
You can sign in here.
If you're unable to register for Resident, please contact info@bcjestates.co.uk to make your request.
You can sign in here.
If you're unable to register for Resident, please contact info@bcjestates.co.uk to make your request.
What am I responsible for in the building?
As a leaseholder, you are primarily responsible for:
In terms of the physical areas of your flat and the common areas, any pipes, wires, conduits or connections that are exclusively used by your apartment are considered your responsibility to repair and maintain.
In the case of pipes joining onto shared pipes, leaseholders are responsible for all points up until the joint to the shared pipe.
Issues relating to an intercom, including any wires, connections and handsets exclusively used by you, are your responsibility to repair and maintain.
The repair and maintenance of a balcony is determined by the lease, although usually these come under the service charge and responsibility falls on the freeholder.
Windows are usually the responsibility of the leaseholder, although permission will likely need to be obtained from the freeholder for any alterations. Additional permissions or requirements may also be set by the local council.
- Payment of service charges to manage, maintain and run the development.
- Compliance with the terms of your lease.
- Keeping your property in good condition and well maintained.
In terms of the physical areas of your flat and the common areas, any pipes, wires, conduits or connections that are exclusively used by your apartment are considered your responsibility to repair and maintain.
In the case of pipes joining onto shared pipes, leaseholders are responsible for all points up until the joint to the shared pipe.
Issues relating to an intercom, including any wires, connections and handsets exclusively used by you, are your responsibility to repair and maintain.
The repair and maintenance of a balcony is determined by the lease, although usually these come under the service charge and responsibility falls on the freeholder.
Windows are usually the responsibility of the leaseholder, although permission will likely need to be obtained from the freeholder for any alterations. Additional permissions or requirements may also be set by the local council.
I'm thinking of doing some renovations, do I need permission?
The short answer is it depends on the work, and the terms of your individual lease. We ask that you first consult your lease before making any alterations to the property.
Generally speaking, renovations such as replacing bathroom suites, new kitchens or internal doors do not need prior consent, but we ask that you are mindful of disruption to your neighbours.
However, knocking through any internal walls, changing the external appearance, window installation or putting fixtures on the outside of the building, such as a Sky dish, will require consent before being undertaken.
All works, regardless of the need for consent, will need to comply with building regulations, and be accompanied by an engineering report where necessary.
There may be administrative costs for this and, ultimately, it will be the freeholder who gives final approval and consent.
Generally speaking, renovations such as replacing bathroom suites, new kitchens or internal doors do not need prior consent, but we ask that you are mindful of disruption to your neighbours.
However, knocking through any internal walls, changing the external appearance, window installation or putting fixtures on the outside of the building, such as a Sky dish, will require consent before being undertaken.
All works, regardless of the need for consent, will need to comply with building regulations, and be accompanied by an engineering report where necessary.
There may be administrative costs for this and, ultimately, it will be the freeholder who gives final approval and consent.
Can I change the windows in my building?
You will need to check the terms of your individual lease, but usually permission and prior notice is required.
You should also check with your local authority to ensure your proposals meet any necessary conservation and planning requirements.
In all cases, windows will need to be 'in-keeping' with the rest of the development. Where permission is required, the specification may be determined by the freeholder.
When instructing a contractor, we advise you to check their liability insurance documents and ensure they are registered with FENSA or CERTAS.
You should also check with your local authority to ensure your proposals meet any necessary conservation and planning requirements.
In all cases, windows will need to be 'in-keeping' with the rest of the development. Where permission is required, the specification may be determined by the freeholder.
When instructing a contractor, we advise you to check their liability insurance documents and ensure they are registered with FENSA or CERTAS.
I'm in dispute with my neighbour - what do I do and can you get involved?
Whether a neighbour in the same block, or adjacent to your development, disputes can vary in nature and complexity. Common disputes tend to be around shared amenities, property damage, boundary disputes, or issues with trees/bushes/hedges.
We encourage all residents to try establish open and respectful communication with your neighbour. Approach them calmly and discuss the issue in a non-confrontational manner. Often, misunderstandings can be resolved through dialogue and finding common ground or compromise.
For persist nuisances, you are advised to maintain a log of unreasonable or nuisance behaviour, detailing: date, time, type of nuisance and how it has impacted your household living at the property. This should then be sent to us, and we may share this with the local authority where necessary.
Where incidents are criminal in nature, please report them to the police.
We encourage all residents to try establish open and respectful communication with your neighbour. Approach them calmly and discuss the issue in a non-confrontational manner. Often, misunderstandings can be resolved through dialogue and finding common ground or compromise.
For persist nuisances, you are advised to maintain a log of unreasonable or nuisance behaviour, detailing: date, time, type of nuisance and how it has impacted your household living at the property. This should then be sent to us, and we may share this with the local authority where necessary.
Where incidents are criminal in nature, please report them to the police.
My neighbour is making unreasonable noise – what do I do?
Noise complaints are handled slightly differently to general complaints about neighbours;
We advise you to document the noise by keeping a record of: dates, times, type of disturbance and how it has impacted your household.
You will then likely need to report the noise issue to your local authority. They have a mandated process to follow, in which they may install sound meters in or around your apartment to assess the noise level.
Following their investigation, the council will issue a determination as to whether noise levels are reasonable or unreasonable.
It is important to note that, by making a formal complaint to the local council, they have to inform the culprit of who has made the complaint against them – which can create further issues between neighbours.
In a minority of instances, the lease may not allow certain noises, such as playing of musical instruments, between determined hours. In these cases, please contact info@bcjestates.co.uk and we will determine whether to take forward a complaint or advise your neighbour of a breach of the terms of their lease.
We advise you to document the noise by keeping a record of: dates, times, type of disturbance and how it has impacted your household.
You will then likely need to report the noise issue to your local authority. They have a mandated process to follow, in which they may install sound meters in or around your apartment to assess the noise level.
Following their investigation, the council will issue a determination as to whether noise levels are reasonable or unreasonable.
It is important to note that, by making a formal complaint to the local council, they have to inform the culprit of who has made the complaint against them – which can create further issues between neighbours.
In a minority of instances, the lease may not allow certain noises, such as playing of musical instruments, between determined hours. In these cases, please contact info@bcjestates.co.uk and we will determine whether to take forward a complaint or advise your neighbour of a breach of the terms of their lease.
Am I allowed to have a pet?
Generally speaking, you will need to have permission to keep all animals in your apartment. The exception being registered service animals, such as guide dogs.
The terms of your lease will need to be adhered to, and we would refer you to your lease to understand these. Some leases may specifically forbid keeping certain, or all, animals.
To seek permission, please contact info@bcjestates.co.uk in the first instance. There may be administrative costs involved with this request, and the freeholder, Right to Manage (RTM) or Residents’ Management Company (RMC) will always have the final decision.
Do note that if permission to keep animals is given by the freeholder/RTM/RMC, it is on condition that there are no persistent and reasonable complaints made from other leaseholders in the block.
The terms of your lease will need to be adhered to, and we would refer you to your lease to understand these. Some leases may specifically forbid keeping certain, or all, animals.
To seek permission, please contact info@bcjestates.co.uk in the first instance. There may be administrative costs involved with this request, and the freeholder, Right to Manage (RTM) or Residents’ Management Company (RMC) will always have the final decision.
Do note that if permission to keep animals is given by the freeholder/RTM/RMC, it is on condition that there are no persistent and reasonable complaints made from other leaseholders in the block.
Am I allowed to put up 'to let' and 'for sale' signs?
You will need to check the specific terms of your lease. The majority of leases make exception to "for sale" signs, but not “to let” signs.
Our stance is this is to be reasonably discouraged. We don’t feel it adds significantly to the marketing value, and they can impact the look of the building when there are multiple signs.
We also ask that "For sale" and "to let" boards, if they are installed, be taken down after a sale is exchanged, or a rental offer accepted.
Our stance is this is to be reasonably discouraged. We don’t feel it adds significantly to the marketing value, and they can impact the look of the building when there are multiple signs.
We also ask that "For sale" and "to let" boards, if they are installed, be taken down after a sale is exchanged, or a rental offer accepted.
How do I extend my lease?
Extending your lease in the UK can be a beneficial step to secure the long-term value and ownership of your property. It's important to note, however, that lease extension processes can be complex, so we suggest you seek professional advice from a solicitor, valuer, or specialist lease extension company. They can guide you through the specific requirements, help negotiate terms, and ensure all legal aspects are properly handled. The process to extend a lease generally follows these steps:
We cannot stress enough the importance of using qualified valuation experts, solicitors and lease extension professionals to undertake this work. Should you need more information, please contact our office and we will be able to refer you to a qualified third-party professional.
- Understand your eligibility: Typically, you must have owned the property for at least two years before you are eligible to extend the lease. However, there may be exceptions, such as if the property has shared ownership or if you have recently acquired the lease from a previous owner. It's therefore important to review the specific eligibility criteria for lease extensions.
- Assess the lease term: Determine the remaining years on your lease to see if an extension is necessary. Lease extensions are usually sought when there are fewer than 80 years remaining on the lease, as shorter lease terms can impact property value and resale potential. The shorter the remaining term, the higher the cost of extending the lease.
- Obtain a valuation: Engage a qualified surveyor or valuer who specialises in lease extensions to assess the value of extending your lease. They will consider factors such as the property's current value, lease length, ground rent, and potential costs involved.
- Serve notice: If you decide to proceed with the lease extension, you'll need to serve a formal Section 42 Notice on the freeholder (landlord). The notice should include details of the property, current lease terms, proposed extension terms, and a premium offer based on the valuation obtained.
- Negotiate with the freeholder: The freeholder has two months to respond to the Section 42 Notice. They may accept the terms, propose counter terms, or dispute the premium offer. Negotiations may then occur in order to reach an agreement on the premium and other terms. If an agreement cannot be reached, an application can be made to the First-tier Tribunal (Property Chamber) for determination.
- Agreement: Once an agreement is reached or a determination is made by the tribunal, the terms of the lease extension should be documented legally. This may involve the creation of a new lease or the variation of the existing lease. It's then advisable to consult a solicitor or conveyancer to handle the legal aspects and ensure the proper documentation is prepared.
- Register the lease: After completing the lease extension, it's essential to register it with the Land Registry. This ensures that the updated lease details are officially recorded, providing security and clarity regarding the extended lease.
We cannot stress enough the importance of using qualified valuation experts, solicitors and lease extension professionals to undertake this work. Should you need more information, please contact our office and we will be able to refer you to a qualified third-party professional.
How to report maintenance issues?
To report non-urgent maintenance issues, please email repairs@bcjestates.com, including;
- your name, contact details, flat number and block
- the location of the issue
- a brief description of the issue
- photos where possible
How do I report urgent issues?
For urgent issues, please call the office on 0121 308 6461.
If you call outside of office hours (09:00 to 16:30 on weekdays), your call will be diverted to our call handling operator, who has detailed instructions and will take action accordingly.
For the more serious issues, they will contact a senior director at BCJ to take instructions and relay information.
If you call outside of office hours (09:00 to 16:30 on weekdays), your call will be diverted to our call handling operator, who has detailed instructions and will take action accordingly.
For the more serious issues, they will contact a senior director at BCJ to take instructions and relay information.
What if I have a water leak from upstairs?
If there is a leak from upstairs, this should be addressed promptly.
In the first instance you should knock on your upstairs neighbours to see if there are any issues that are immediately obvious, such as an overflowing sink or dislodged washing machine connection.
If the source of the leak is not discovered or cannot be easily fixed, it is best to contact a professional plumber to track and trace the source of the leak.
Generally speaking, the property where the water leak occurred is responsible for fixing the leak and repairing the resulting damage.
In some cases, where the resulting damage is significant, an insurance claim may be required. (Please see ‘how to make an insurance claim’ above).
In the first instance you should knock on your upstairs neighbours to see if there are any issues that are immediately obvious, such as an overflowing sink or dislodged washing machine connection.
If the source of the leak is not discovered or cannot be easily fixed, it is best to contact a professional plumber to track and trace the source of the leak.
Generally speaking, the property where the water leak occurred is responsible for fixing the leak and repairing the resulting damage.
In some cases, where the resulting damage is significant, an insurance claim may be required. (Please see ‘how to make an insurance claim’ above).
The roof is leaking into my apartment?
Please take photos and report to repairs@bcjestates.com
It would also be helpful if you can also include a description of the type of weather, and the strength and duration of the rain shower.
Please also include details of the location of where the leak is coming into your unit, as this can help us to identify where the water is entering from the roof.
It would also be helpful if you can also include a description of the type of weather, and the strength and duration of the rain shower.
Please also include details of the location of where the leak is coming into your unit, as this can help us to identify where the water is entering from the roof.
How can I make an insurance claim?
In the event of an incident, please contact info@bcjestates.co.uk and provide:
- your name, address and contact details
- a description of the issue, date, time and details of any damages caused
- details of how you would like this resolved
We will then be back in touch with the necessary next steps.
- your name, address and contact details
- a description of the issue, date, time and details of any damages caused
- details of how you would like this resolved
We will then be back in touch with the necessary next steps.
There has been fly tipping at the block of flats, what do I do?
Please take photos and report to repairs@bcjestates.com
Where possible, please also check to see if any name or address has been left on the outside of any of the waste. However, for safety, under no circumstances should you open the bags to check inside.
Where possible, please also check to see if any name or address has been left on the outside of any of the waste. However, for safety, under no circumstances should you open the bags to check inside.
There is mould in my apartment, what do I do?
The are many causes of mould in an apartment and it is not always related to rising or penetrative damp.
Please see useful information ‘Damp vs Mould’ below.
Some of the common causes of mould are:
We are able to arrange for a professional report to be carried out to survey and assess the causes of the mould, and whether there are issues with damp.
If it is to be found that this is a lifestyle issue rather than damp, you will need to be responsible for paying the contractor.
In some instances, as part of the testing, the technician may need to take a small sample of plaster from effected areas. Any costs associated with replacing this plaster will depend on the reasons for the mould problem.
Please see useful information ‘Damp vs Mould’ below.
Some of the common causes of mould are:
- ineffective ventilation in the property
- ineffective heating, or blast heating followed by periods of no heating
- drafts by windows/doors
- drying laundry inside
We are able to arrange for a professional report to be carried out to survey and assess the causes of the mould, and whether there are issues with damp.
If it is to be found that this is a lifestyle issue rather than damp, you will need to be responsible for paying the contractor.
In some instances, as part of the testing, the technician may need to take a small sample of plaster from effected areas. Any costs associated with replacing this plaster will depend on the reasons for the mould problem.
Someone is parking in my parking space, or non-residents are using the parking spaces in our block. What do we do?
Speak with the motorist who has parked there, they may be a visitor, landlord/agent, or have a legitimate reason for parking there, such as a contractor working on-site.
If they are not a resident or do not have a legitimate reason for parking there, we would suggest that you don't confront them or take photos or videos in front of them, as this can escalate to direct conflict.
We do, however, ask that you provide the vehicle registration number, car description, date and time, and your reasons for believing the individual does not have right to park where they have.
In many of the blocks we manage, we have parking control systems in place, and to issue a Penalty Charge Notice we would need a photo of the vehicle in contravention.
If they are not a resident or do not have a legitimate reason for parking there, we would suggest that you don't confront them or take photos or videos in front of them, as this can escalate to direct conflict.
We do, however, ask that you provide the vehicle registration number, car description, date and time, and your reasons for believing the individual does not have right to park where they have.
In many of the blocks we manage, we have parking control systems in place, and to issue a Penalty Charge Notice we would need a photo of the vehicle in contravention.
The cleaners, gardeners or window cleaners have not done a very good job.
We spot check our regular contractors, something that they are also aware of, as we find this helps keep the standards high.
However, should you be dissatisfied with the services provided by a regular contractor such as the cleaner or gardener, please report any issues to repairs@bcjestates.com
It would be helpful if you can provide details of dates, times and location, together with reasons for dissatisfaction with the contractor’s visit.
However, should you be dissatisfied with the services provided by a regular contractor such as the cleaner or gardener, please report any issues to repairs@bcjestates.com
It would be helpful if you can provide details of dates, times and location, together with reasons for dissatisfaction with the contractor’s visit.
There is a broken communal window in the building.
Please contact the office immediately on 0121 308 6461
This will need to be boarded up as a priority and new toughened safety glass installed.
This will need to be boarded up as a priority and new toughened safety glass installed.
There is a broken light inside or outside the building.
If possible, take a photo of the light in question and send onto repairs@bcjestates.com, together with the address and location of the light.
If there are no working lights at all in the building, please contact the office immediately on 0121 308 6461.
If there are no working lights at all in the building, please contact the office immediately on 0121 308 6461.
There is not enough bin space or recycling space.
General waste and recycling management are provided by your local council and are not services that BCJ Estates can instruct on.
If you are the council tax payer at the address in question, you will need to report the shortage of space to your council and request additional facilities.
The local councils will not deal with BCJ Estates in this regard, as we are not the council tax payers at that address.
If you are the council tax payer at the address in question, you will need to report the shortage of space to your council and request additional facilities.
The local councils will not deal with BCJ Estates in this regard, as we are not the council tax payers at that address.
My intercom is not working, what do I do?
Please report this to repairs@bcjestates.com and include your name, address, contact details and a photo of the handset and intercom at the front door - as this will help us determine the make and model.
We will then need to pass your details onto the contractor, as they may need access to your apartment.
Should there be an issue to do with your handset, or the cable going to the central intercom unit, this will be your responsibility to repair and pay for.
Should the issue be with the main intercom unit, this is covered under the service charge.
We will then need to pass your details onto the contractor, as they may need access to your apartment.
Should there be an issue to do with your handset, or the cable going to the central intercom unit, this will be your responsibility to repair and pay for.
Should the issue be with the main intercom unit, this is covered under the service charge.
How to prevent water leaks in your home.
Prevent Water Damage in Your Home | |
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Controlling condensation and mould in your home.
Controlling Condensation & Mould | |
File Size: | 511 kb |
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Damp vs. condensation.
Damp vs. condensation | |
File Size: | 673 kb |
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There is a loud banging from the pipes in my house/neighbours house.
Resolve a water hammer issue | |
File Size: | 402 kb |
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